At ISON BPO, I led Training and Quality operations for 300+ employees across three accounts, including DEXT-International Process, Bajaj Finserv, and Vi – Domestic Process. For Bajaj Finserv, I delivered a Quality Score Improvement project that raised performance from 62% to 86%, exceeding the 85% target.
At ISON BPO, I also managed Quality for Etisalat Telecom across Egypt and UAE, overseeing a 600+ employee workforce across seven lines of business. I worked across Operations, Training, and Quality to improve service performance, including First Call Resolution and Net Promoter Score.
At Concentrix Daksh Service Private Limited, I worked as Deputy Manager – T&TQ across TATA AIA Life Insurance, TATA Motors, Akasa Air, and Nothing Tech. I completed a Lean Sigma NPS project for TATA AIA and developed Akasa Air sales training content covering product, process, and sales actions.
Earlier, I worked in quality and training roles across insurance, banking, telecom, and e-commerce processes. My projects included improving IVR promotion scores for State Bank of India and customer feedback scores for Akasa Air, as well as reducing repeat calls for Airtel Payments Bank.
